NYPL Presentation

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The document outlines 15 strategies for making an organization more social media-savvy and likeable. The strategies include listening to customers, thinking like customers, compelling customers to be fans, responding quickly to comments both good and bad, being authentic, providing value for free, sharing stories, inspiring customer story sharing, integrating social media into the customer experience, using Facebook ads effectively, admitting and learning from mistakes, consistently delivering excitement and surprises, and focusing on making it easy for customers to buy rather than directly selling to them. The overall message is to listen to customers, be transparent, respond to all feedback, and just strive to be likeable on social media.

Business Technologie

15 Strategies to Make Your Organization More Presented to NYPL (August 1, 2011) by: @DaveKerpen, CEO, @LikeableMedia Author of @likeablebook

Warnings about Social Media ,[object Object],[object Object],[object Object]

1. listen first and never stop listening

3. compel your customers to be your first fans

online influencers… the new celebrities?

1. Pose a question or challenge directly to fans 2. Ask fans to “like” it 3. Announce winners of a Facebook-hosted contest or sweepstakes 4. Include “everything else” – all remaining status updates that didn’t fit any of the above categories in a recent study, Likeable Media looked at status updates that…

• In 100% of cases, engagement rates for posts that asked fans to “‘Like’ this” were up to 5.5 times (on average 2.7x) higher than those for “other updates”.* • In 9 out of 10 cases, status updates that posed a question directly to fans were 2-6 times as engaging as “other updates”. Likeable Media found the following…

9. share stories (they’re your social currency)

10. inspire your customers to share stories

11. integrate facebook into the entire customer experience

13. admit when you screw up then leverage your mistakes

14. consistently deliver excitement, surprise, & delight

15. don’t sell! just make it easy & compelling for customers to buy

Listen Up! Be Transparent! Respond to Everyone! Just Be Likeable! if 15 rules is too much to remember…

Thank You/ Grand Prize/ I Love Feedback likeable.com likeablebook.com Engage with me @DaveKerpen on Twitter Ask us questions @ Facebook.com/LikeableMedia Or, email me anytime dave@likeable.com

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NYPL Presentation

1. 15 Strategies to Make Your Organization More Presented to NYPL (August 1, 2011) by: @DaveKerpen, CEO, @LikeableMedia Author of @likeablebook

2. www.likeablevideo.com

4. Like is the New Link

5. It’s Not About You…

6. Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on (& other social networks) 15 ways…

7. 1. listen first and never stop listening

9. 2. think – and act – like your customer

10.

11.

12. 3. compel your customers to be your first fans

13.

14.

15. 4. respond quickly to all bad comments

16.

17.

18.

19. 5. respond to good comments too

20.

21. online influencers… the new celebrities?

22. 6. be authentic

23.

24. 7. should you ask a lot of questions?

25. 1. Pose a question or challenge directly to fans 2. Ask fans to “like” it 3. Announce winners of a Facebook-hosted contest or sweepstakes 4. Include “everything else” – all remaining status updates that didn’t fit any of the above categories in a recent study, Likeable Media looked at status updates that…

26. • In 100% of cases, engagement rates for posts that asked fans to “‘Like’ this” were up to 5.5 times (on average 2.7x) higher than those for “other updates”.* • In 9 out of 10 cases, status updates that posed a question directly to fans were 2-6 times as engaging as “other updates”. Likeable Media found the following…

27. 8. provide value (yes, for free!)

28.

29. 9. share stories (they’re your social currency)

30.

31. 10. inspire your customers to share stories

32.

33. 11. integrate facebook into the entire customer experience

34.

35. 12. use facebook ads for greater impact

36.

37.

38.

39.

40. 13. admit when you screw up then leverage your mistakes

41.

42. 14. consistently deliver excitement, surprise, & delight

43.

44.

45. 15. don’t sell! just make it easy & compelling for customers to buy

46.

47. Listen Up! Be Transparent! Respond to Everyone! Just Be Likeable! if 15 rules is too much to remember…

48. Thank You/ Grand Prize/ I Love Feedback likeable.com likeablebook.com Engage with me @DaveKerpen on Twitter Ask us questions @ Facebook.com/LikeableMedia Or, email me anytime dave@likeable.com

NYPL Presentation

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